UPI Lite SOP

SOP for Lite

1. User has basic questions about how UPI Lite works

UPI Lite FAQs Link: https://docs.google.com/spreadsheets/d/1mTlRjcn6SKLhhl7aPqJIQUMB0GURU1Iu6lTKmbxiPp8/edit?usp=sharing 

Sample answer:

Dear user, 

UPI Lite is an on-device UPI wallet that once loaded up to a maximum limit of ₹5000, allows payments up to ₹500 without entering a PIN. You can make as many transactions as you want, but each payment can be up to ₹500. 

UPI Lite's benefits include

• No need for a UPI PIN for payments under ₹500

• Cleaner bank statements as UPI Lite payments don't clutter your bank statement and show only in super.money History

• Superfast payments anywhere that almost never fail

Should you have any further questions, please feel free to reach out to us.
Regards,

super.money Support Team

Ticket taggings:

Ticket Status: Resolved

2. User says their UPI Lite balance is not showing correctly/some transactions are missing

Dear user,

To check your UPI Lite balances and transaction history, please open UPI Lite section and tap on payment history.

Here, you can see all the UPI Lite deposit, payment and UPI Lite disablement transactions in history. By summing all the relevant entries, you can arrive at the Lite balance as on a certain date.

Please note that UPI Lite balance is linked to your device and in case of Android to iOS, or iOS to Android shift, you need to disable your UPI Lite balance before activating it on the next phone.

In case you can't access your previous device, please reach out to your bank and ask them to disable UPI Lite and refund the balance back to your bank.

Sincerely,

super.money Support Team

Ticket taggings:

Ticket Status: Waiting on Internal (If you are escalating this internally)

3. Issues with Device Changes or App Reinstallation

Dear user,

If you're experiencing issues with Lite balance missing, here’s what you can do:

Before switching devices, it's important to disable UPI Lite in the app’s settings. Once you install the app on your new device, you’ll need to enable UPI Lite again and link your bank account. If your balance doesn’t transfer as expected, we recommend reaching out to your bank for further assistance.

If you need any additional help, feel free to reach out.

Regards,
super.money Support Team

Ticket taggings:

Ticket Status: Waiting on Internal (If you are escalating this internally)

4. Customer is complaining about UPI Lite not being supported on their bank

Dear user,

We understand your concern regarding UPI Lite not being supported by your bank. You can check the list of supported banks and apps on the NPCI UPI Lite page here: https://www.npci.org.in/what-we-do/upi-lite/product-overview.

If your bank is not listed, it means they do not support UPI Lite at the moment. However, if your bank is on the list and you are still unable to activate UPI Lite, please let us know. We will escalate the issue to our UPI Product team for further investigation.

Feel free to reach out if you need any more assistance.

Regards,
super.money Support Team

Ticket taggings:

Ticket Status: Resolved

5. Security Concerns Regarding Phone Theft and Lost Funds

Dear user,

We’re sorry to hear that your phone has been stolen. To protect your money, please contact your bank to disable UPI Lite on your account.

It’s also important to report the theft to the police and let your bank know about the situation. Your bank can guide you on the next steps.

Regards,
super.money Support Team

6. Need for Higher Transaction Limits

Dear user,

We understand that having higher transaction limits can make things easier. We keep making new UPI features live as and when our partner banks and NPCI support them. 

Your feedback matters, and we appreciate you taking the time to share your thoughts!

Regards,
super.money Support Team

7. UPI Lite Failures or Declines

Dear user,

We understand how frustrating it can be when a transaction fails or gets declined. To resolve this, please check that you have a stable internet connection and enough balance before trying again.

Sometimes a transaction may fail or take time because the receiver's bank or UPI provider is facing issues. If the issue continues, wait a few minutes and retry the transaction. 

Please note that any refund on your UPI lite transactions will go back to your original bank account and won’t show up in UPI Lite history on super.money.

Hope this helps!

Regards,
super.money Support Team

8. Difficulty in Transferring Funds Back to the Bank Account from UPI Lite

Dear user,

If you're having trouble transferring your UPI Lite balance back to your bank account, there are a couple of ways to do it. The easiest method is to disable UPI Lite, which will automatically return the balance to your bank and cancel any existing auto top-up mandate.

Alternatively, you can transfer the funds to yourself by making a self-payment to one of your own bank accounts or by entering your own UPI ID—either your super.money UPI ID or your UPI ID from another app.

If you need further assistance, feel free to contact customer support through the app or your bank’s hotline. They’ll be happy to help!

Regards,
super.money Support Team

UPI Lite failed payments

Hello Utkarsh Anand,

Thank you for your patience. 

Apologies for the inconvenience caused to you!

We would like to inform you that the amount deducted for the failed transaction will be automatically refunded to your bank account within 5 - 7 days.

Please check your updated bank statement regularly to confirm if the amount has been credited.

If you do not receive the refund within the mentioned time frame, we recommend raising a chargeback request directly with your bank. Here are the bank’s contact details for your reference:

Bank Name:
Contact Number:

Email ID:

Complaint / Grievance Link:

We appreciate your patience and kind understanding in this regard.

Best Regards,

super.money Support Team

Ticket taggings:

Ticket Status: Resolved